Jake Meldrum Email & Phone Number

Aylesbury, Gb

As the only Presales Engineer working specifically on our inhouse IP, CAE Labs, it's my responsibility to drive the adoption and understanding of our CAE Labs suite of products. As the first point of contact in the business for any and all CAE Labs queries, I benefit from exposure to a broad selection of stakeholders, both internal and external. I use these opportunities to ensure that stakeholder issues are resolved quickly, with 360 feedback into the product development team. Our development is highly customer focused and customer feedback is paramount to planning our roadmap.I'm responsible for carrying out product demos, driving adoption and understanding of our products, gathering user requirements and more. I utilise all of this to assist with road mapping new product features and enhancements. I own and manage all CAE Labs product documentation ensuring it's kept up to date and readily available. I utilise the data from our CAE Labs products to provide reports which drive sales, helping them to focus their efforts by highlighting 'low hanging fruit' as well as more complex long term opportunities.

Hemel Hempstead, England, United Kingdom

- Leading the way in fostering internal and external use of our CAE Labs platform through education and by demonstrating value.- Identifying opportunities to onboard new and existing customers, overseeing the process from first contact to successful onboarding to CAE Labs services.- Speaking with customers to gather feedback on the CAE Labs services and road mapping new features and improvements, as well ad conducting quality assurance on new features and reporting back on any issues with a customer centric approach to improving the platform.- Working with customers to use CAE Labs services to identify and realise potential savings and conducting service reviews, providing insight and overview of the costs saved and potential vulnerabilities mitigated. - Monitoring tickets and ensuring Operational Levels are adhered to- Taking ownership of escalated tickets and driving them to completion- Liaising with all departments from technical to sales to deliver a cohesive onboarding experience for clients- Analysing client data and highlighting opportunities for cross/up-selling - Preparing detailed reports around adoption and opportunities

United Kingdom

- Responsible for overseeing the delivery of services to all retail sites in our portfolio- Preparing detailed, complex reports consisting of thousands of lines of data for internal and external clients- Managing relationships with executive level stakeholders, clients and subcontractors on a day to day basis- Attending client meetings, giving presentations, delivering reports & analysis to stakeholders of all levels.- Delivering feedback to help ensure all work is completed to high standard with minimal comeback. - Monitoring in house and subcontracted performance and delivering feedback as required- Ensuring CRM database is kept up to date with all relevant info - Designing, implementing and improving processes to better accomplish our goals.

Hemel Hempstead, United Kingdom

- Managing large scale projects from order to completion- Liaising with other departments to ensure a smooth operation for all involved- Preparing quotes for additional works- Updating clients regularly whilst anticipating their needs and managing their expectations- Allocating works to engineers and keeping in contact to ensure they are clear on what to do- Working towards departmental KPI's including invoicing targets. - General admin work including invoicing and filing- Preparing stock for the engineers

Hemel Hempstead, United Kingdom

- Ensuring a first rate experience for our customers from start to finish- Demonstrating a thorough knowledge of NACD products and their components- Responsible for the of allocation of works to a team of circa 15 engineers- Monitoring engineer KPI's including first time fix rate, arrival times, stock control, missed appointments etc- Building quotes for bespoke door entry and access control system repairs and additional works- Identifying additional revenue streams and handing to the right department as required.- Liaising with other departments to ensure cohesion and teamwork across the company- Keeping on top of customer emails ensuring all are responded to in a timely manner- Updating all clients and staff on relevant works as and when they progress- General admin work including logging faults, reporting, invoicing, stock control etc.- Working to departmental KPI's inclusive of invoicing targets, complaints handling and astute admin

Hemel Hempstead, United Kingdom

- Responsible for a team of 100+ Customer Service Agents along with directly managing 13 Customer Service Agents in my team.- Dealing with escalated complaints and delivering outstanding customer service, every time.- Recruitment, training and development of staff- Quality assurance monitoring and feedback on a daily basis- Prepare and deliver reports to management on a weekly basis- Streamlining process and procedures, creasing SOP's to a highly detailed standard.- Being in a position of trust to handle sensitive information in a PCI compliant environment- Ensuring KPI's are met and exceeded- Liaising with management teams in external offices to ensure cohesion of departments.- Ensuring that employees maintain an excellent level of customer service in an efficient manner.

- Responible for the training and development of a team of over 100 staff.- Manage personal performance of team members to ensure their KPI's are of an acceptable level- Demonstrate a thorough knowledge of the Haven Holidays Product- Ensuring that guidelines are set where needed, and followed.- Dealing with customer queries and complaints- Liaise with other management teams to ensure cohesion of departments.- Frequent performance reviews with staff to ensure consistant and acceptable call quality.

Hemel Hempstead, United Kingdom

- Ensuring that my KPI's including sales conversion, email conversion and call quality are acceptable.- Deliver sales in line with the annual budget- Maintain and develop customer relationships and confidence- Demonstrate a thorough knowledge of the Haven holidays Product- Providing excellent customer service- Taking customer payments